preloder

Getting to the Data that is Under the Surface

Getting to the Data that is Under the Surface

Your company works with a lot of data. Some of the data is clean and easy to leverage for reporting. Other data is messy and complicated to understand. Imagine if you could take all your company data and turn it into water. The data would become fluid. If you could then freeze this information and throw it into the ocean, you would have an iceberg. Right? If this iceberg represents all the data in your

Helping Your Customer Support Team Reach Their Full Potential

Helping Your Customer Support Team Reach Their Full Potential

  Creating Individual Employee Contribution Summary Reports to Increase Productivity and Employee Engagement   – We have all read the research and survey results.  Whether published by an accredited institution or as part of your company’s internal employee satisfaction survey process, “compensation” is not one of the top factors leading to higher employee engagement.  Instead, when it comes to increasing employee morale, communicating clear expectations of the job and recognizing employees for good work are

Bedside Manner for Technical Customer Service

Bedside Manner  for Technical Customer Service

5 Tips for Creating and Sustaining an Effective Customer Service Soft Skills Training Program –  The term “bedside manner” most often refers to the way a healthcare professional interacts and communicates with a patient. There is a good chance that you have experienced either very good or very poor bedside manner from a healthcare professional when visiting a hospital or doctor’s office. Bedside manner also refers to the small things done by the healthcare professional

Proven Method for Increasing CSAT

Proven Method for Increasing CSAT

– Improving product quality and increasing self-service effectiveness are two undisputable ways a company can increase customer satisfaction. –   However, many companies don’t realize that the keys to advancing in both these areas are all contained in their unstructured data inside their customer case (or incident) management system. The customer case management system holds every product issue that a client has reported to your company. When more customers are reporting the same issue, they

Enabling Your Virtual Assistant

Enabling Your Virtual Assistant

Electronic knowledge management for customer service has been a hot topic for the past two and a half decades.  Ideally, your customers can find the information they need to address their issue through self-service.  However, companies still fall short when it comes to implementing technology that will help customers find useful information online. So what happened over two decades ago that caused a shift in how companies publish information about their products and services?  The answer is